The Executive Guide to Call Center Metrics
      - by James C. Abbott ($34.95)

“I was on hold for 40 minutes!”

“They transferred me six times, and I still didn’t get my question answered!”

“I had to call three times before I got to speak to a human being!”

Call center horror stories…we have all heard them. But your center doesn’t have to at the receiving end of such complaints. Your center can have it all—quicker customer satisfaction without breaking the bank.

James Abbott cuts to the chase, explaining the essential terminology, how to define your center’s key metrics, tactical and strategic views and how to use metrics to run your center.

Click here to read excerpts from
The Executive Guide at www.Amazon.com

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“Abbott’s scientific methods are a revelation. His grocery store express lane model is the perfect example for introducing queuing theory. By the end of the book I had several concrete ideas that I am discussing with the manager of our call center. This is required reading for any call center manager or those hoping to work their way up the chain of command.”

Dwight Brown
CEO/President Cobb Energy

Click here to read excerpts from The Executive Guide at www.Amazon.com